Aeromexico

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 701 reviews
4/10
3 star Skytrax Rating
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1/10

"Pretty much no customer service at the airport or online"

(Norway)

Trip Verified | Pretty much no customer service at the airport or online. They left my luggage in Mexico City. At the airport staff were rude and not willing to help. I've submitted a claim but after 12hrs there's still no response or updates. Because my MX to La Paz flight is not showing up in the system I need to reach a customer service representative to edit my claim but it's impossible to reach anyone. They promised at the airport they would update it but they didn't. Oh and my TV screen didn't work on both flights!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDenver to La Paz via Mexico City
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"there will be no refund and they are sorry for the inconvenience"

(Switzerland)

Not Verified | Some friends and I were flying from Zurich to San José del Cabo. We booked Economy Comfort seats using the Aeromexico homepage. First disappointment: At the airport they said something didn't work, they cannot seat us at the booked economy comfort seats and we got very bad middle seats. At least it was said the charge for the seats gets refunded since it's clearly seen what was booked and where we are seated. Several other people had the same issue (in fact everyone who booked a seat upgrade online - the queue at the service desk was therefore quite long). Second and even worse disappointment: I got in contact with Aeromexico for the refund, a month later I got the answer that there will be no refund and they are sorry for the inconvenience. This is just fraud, they double booked and got paid for the economy comfort seats (in advance online and then again on site) and refuse to refund a performance not rendered. Never again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteZurich to San José del Cabo
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Arrived at LAX with missing luggage"

(United States)

Not Verified | Aeromexico left my bags in Mexico City after checking them in. Arrived at LAX with missing luggage and no help from the lazy workers standing around. Nobody knows the correct information, Nobody wanted to help except Cynthia at the Delta Luggage assistance desk. Although I paid for my luggage, paid to get back into the US once we stopped to connect to another flight in Mexico City. I arrive home in Los Angeles with no luggage and little help. I called customer service and the representative informed me to send an email to [email protected] and wait 15 - 25 days for a response. Also, paid for wifi during the flight which was nonexistent.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteGuadalajara to Los Angeles
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"the most miserable travel experience"

(United States)

Trip Verified | This is my 5th flight I've taken with Aeromexico. (All within the same itinerary). Currently, waiting for my 6th flight and I don't have high hopes. I had to take 3 one way tickets to fulfill a wedding schedule. LAX to MEX to GTO GTO to MEX to Cancun Cancun to MEX to LAX This airline was not on time once. 5 flights ALL delayed. And I'm sure the 6th will be as well. Apparently the only flight to leave on time was my connection back to LA from Mexico City. 2.5hr delay LAX to MXC 1.5hr delay MXC to GTO 3hrs delay GTO to MXC 2hr delay GTO to Cancun (resulted in a missing my first day at the resort) 1hr delay Cancun to MXC (resulted in a missed connection) My first 2 flights were First Class, the 3rd Economy. The staff is friendly enough, but the food is atrocious. In Cancun, once I finally arrived after being delayed leaving GTO and MEX, my suitcase did not come out until near the end of the baggage, even though it should have been priority as I was First Class. I am assuming it's because the priority tag was ripped; but I feel that the Ground Staff should know what their Priority tags looks like. All and all, I will never fly this airline again. This was the most miserable travel experience I have ever experienced.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCancun to Los Angeles via Mexico City
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Hopefully won't be flying with them anymore"

(Costa Rica)

Not Verified | Decided to join their loyalty status, I flew with them for over 2 years, then the pandemic came. Since COVID was with us for a couple of years I couldn't fly for obvious reasons. I had the joy of getting married a couple of weeks ago only to realize that my plans to use the miles I accumulated to go on my honeymoon weren't there anymore. Hopefully won't be flying with them anymore.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteShanghai to San Jose via Mexico
Date FlownMay 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Aeromexico is a terrible airline - buyer beware!"

(United States)

Trip Verified | Aeromexico is a terrible airline - buyer beware! Think twice before you book a flight, and make sure you read the fine print every time. I have traveled to hundreds of cities, and I have never experienced such a terrible level of service. I purchased a ticket, confirmed my flight and I was bumped from the flight at the last minute because they "didn't have enough seats". Of course, one would expect a refund having paid for a flight and being denied boarding, but even this was not confirmed at the gate and the airline said I need to reach out by phone. Here's the catch - Aeromexico has no customer support phone line! They only accept emails. This is incredibly frustrating and borderline manipulative. Do not fly AeroMexico!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Cabos to Mexico City
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Shame on them for their lack of compassion in extreme situations"

(United States)

Not Verified | My mother was in a bad accident and in ICU fighting for her life. We had a flight coming up and though we didn’t pay the premium airfare, we thought maybe with a medical emergency they would allow us to pay the cost and move our dates. I called customer service and was told no I didn’t get that type of ticket, but maybe send an email to customer service (makes no sense) and they would be able to help me. I send the email and get a confirmation number back saying they’ll be in touch in a couple of days. I waited 2 weeks. I tried to reach them via email and by Facebook messenger and all I would get is an automated response saying someone will be with me shortly. No one ever comes on. Finally, I got tired of waiting and left a bad review on their Facebook page. Surprise! I get a message asking if I needed help. They told me to send a document proving my case, which I did even though the hospital stated that’s a HIPPA violation to state her diagnosis like they asked. I get an email back saying sorry but you will just have to take the loss on your tickets. So on top of my mother in an induced coma for the last 4 weeks, I now lose almost $2000 in airfare. Shame on them for their lack of compassion in extreme situations. I was even offering more money to fill their greedy pockets and they still said now. I will never use them again and will always steer my friends away from them. They should be ashamed.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteChicago to La Paz
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"The worst airline ever"

(United States)

Trip Verified | The worst airline ever. They charged me 50 dollars for local flight and 30 dollars for international one and then they lost me. The worst part was that there was no representative in baggage claim at 2:30 am and waited for 30 minutes to somebody call them. Food is mediocre. Wifi is only free for messaging and they don’t provide blanket. Definitely would not recommend it.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMexico City to New York
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"essentially stolen £884 from us"

(United Kingdom)

Trip Verified | After being issued EMD vouchers for flights cancelled by Aeromexico in 2020, they refuse to extend the validity of our vouchers for 6 months to allow us to travel directly, safely and affordably. This is despite the fact that for the entire duration of the vouchers validity, AM were not running direct flights from the UK, the costs of all indirect flights now total four times more than the value of our vouchers. This renders the EMD vouchers useless and Aeromexico have essentially stolen £884 from us. Hours and hours on the phone, told conflicting information by phone operative vs email operative. So sad and disappointing, we are UK tourists desperately wanting to experience Mexico but instead have felt completely frustrated and robbed. Do not book with Aeromexico, British Airways have flights for a fraction of the cost and are much more reliable and less corrupt.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Mexico City
Date FlownMarch 2020
Value For Money 12345
no
2/10

"kept the money from a canceled flight"

(Mexico)

Trip Verified | They kept the money from a canceled flight in 2020 and said they won't refund it nor issue a voucher or anything. No matter how many times I contacted them, also it's very very hard to get a hold of someone and they never reply the email requests.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMexico City to Miami
Date FlownApril 2020
Value For Money 12345
no